B2C电子商务物流企业顾客体验评价研究

摘要

在以往研究文献的基础上，构建B2C电子商务物流企业顾客体验评价指标体系；以AHP法确定各级指标的权重；构建B2C电子商务物流企业顾客体验模糊综合评价的数学模型；最后通过某B2C电子商务物流企业顾客体验实例验证AHP法与模糊综合评价相结合方法的合理性与可靠性。%In this paper, on the basis of a review of previous literatures, we built the customer experience evaluation index system of the B2C e-business-oriented logistics enterprises, then determined the weight of the indexes using the AHP, built the relevant mathematical fuzzy comprehensive evaluation model, and at the end, through an empirical study, demonstrated the validity and reliability of the method proposed in this paper.